Manager of Customer Success

Manager, Customer Success
This role is remote within the United States. Candidates must be located within reasonable proximity to one of the following company facilities: Moonachie, NJ; Dayton, OH; Arlington, TX; Phoenix, AZ; or Miami, FL
About the Role
We’re looking for an experienced Manager, Customer Success to lead our Client Success organization and help strengthen customer relationships, retention, engagement, and revenue growth across our portfolio. This is a highly collaborative leadership role that sits at the intersection of customer success, account management, and commercial growth. You’ll lead and develop a customer-focused, commercially minded team that understands our clients’ businesses, proactively manages relationships, identifies risks, and uncovers opportunities to grow existing accounts. A key part of this role is building a strong partnership between Client Success and Sales. Client Success is not a separate sales organization; instead, the teams work together to protect existing relationships, identify cross-sell and upsell opportunities, expand product adoption, and increase share of wallet. This role is ideal for a leader who knows how to build high-performing teams, develop strategic customer relationships, use data to understand account health and performance, and turn customer insights into meaningful action and growth.
What You'll Do
Lead, coach, and develop the Client Success team, establishing clear goals, expectations, performance standards, and accountability.
Develop and execute the Client Success strategy and operating model across assigned customer portfolios.
Build a culture of proactive customer ownership, collaboration, accountability, and continuous improvement.
Establish and monitor KPIs around customer health, retention, engagement, account growth, and revenue performance, using insights to identify risks and opportunities.
Ensure the team understands each customer’s business, purchasing behavior, challenges, and future needs to proactively strengthen relationships and retention.
Lead and support strategic customer meetings, account reviews, and Quarterly Business Reviews (QBRs), including significant customer escalations.
Ensure customer activity, account information, and growth opportunities are accurately documented and tracked within the CRM.
Partner cross-functionally with Sales, Operations, Customer Experience, Product Development, Marketing, Technology, and Finance to resolve customer needs and pursue opportunities.
Bring customer feedback and market intelligence back to internal teams to strengthen the customer experience and inform business decisions.
Provide regular reporting and actionable insights on customer retention, engagement, risks, and growth opportunities to the VP of Sales, Enterprise and executive leadership.
What We’re Looking For
Prior experience leading a Customer Success, Client Success, Account Management, Sales, or similar customer-facing organization.
Demonstrated experience managing, coaching, and developing a customer-facing team.
Strong experience with customer retention, relationship management, and strategic account development.
Experience partnering closely with Sales to identify opportunities and drive account growth and revenue expansion.
Experience managing enterprise, strategic, or high-value customer relationships.
Strong commercial acumen with the ability to identify cross-sell, upsell, product adoption, and share-of-wallet opportunities.
Experience using customer health, engagement, retention, and revenue data to guide account strategy and team priorities.
Strong CRM experience with the ability to maintain visibility into account activity, opportunities, and performance.
Excellent communication, presentation, negotiation, and conflict-resolution skills.
Strong analytical and problem-solving skills with the ability to turn customer and performance data into actionable strategies.
Ability to collaborate effectively across Sales, Operations, Customer Experience, Product, Marketing, Technology, Finance, and leadership.
Strong Microsoft Office skills.
Prior print industry experience preferred.
What Makes You Successful
You’re a strong people leader. You know how to coach, develop, motivate, and hold a team accountable while creating an environment where people can succeed.
You’re customer-focused and commercially minded. You care deeply about the customer experience while understanding that strong relationships should also create opportunities for retention and growth.
You know how to partner with Sales. You understand how Client Success and Sales can work together to identify opportunities, develop account strategies, and grow existing relationships without creating competing ownership.
You’re proactive. You don’t wait for an escalation or declining revenue to tell you there’s a problem. You use customer engagement, account data, and relationships to identify risks and opportunities early.
You think strategically about accounts. You look beyond individual interactions to understand the customer’s business, purchasing behavior, goals, challenges, whitespace, and long-term potential.
You use data to lead. You’re comfortable working with customer health, retention, engagement, revenue, and account-growth metrics to understand performance and determine where the team should focus.
You can build executive-level relationships. You’re comfortable leading strategic conversations, QBRs, account reviews, and difficult customer discussions.
You’re highly collaborative. You can bring Sales, Operations, Customer Experience, Product Development, Marketing, Technology, and Finance together around customer needs and opportunities.
You create accountability. You establish clear expectations
Equal Opportunity Statement
4over is an Equal Opportunity and Affirmative Action employer. It provides equal employment opportunities to all employees and applicants for employment without regard to race, color, sex, national origin, age, religion, disability, or any other legally protected status and takes affirmative action to recruit, employ, train, and promote qualified minorities, women, covered veterans, and individuals with disabilities.

Work arrangement
Yes